Senior Customer Success Manager

Managing a portfolio of banking customers, the full-time Senior Customer Success Manager will serve as a trusted advisor, aligning ServiceNow solutions with customer goals and driving adoption to maximize the value of their investment while working remotely. Key responsibilities: Build and maintain trusted relationships with banking customers, aligning ServiceNow solutions to their multi-year transformation goals Develop and manage Customer Impact Plans that integrate ServiceNow capabilities with key performance indicators and transformation roadmaps Lead governance meetings and business reviews to advance customer priorities and demonstrate the value of ServiceNow products Required qualifications: 5+ years of experience in Customer Success or a consultative technology role with a focus on measurable gains in adoption and retention Proven ability to create actionable success plans and adoption roadmaps for large enterprise customers Expertise in SaaS or IT, with the ability to articulate business value from ServiceNow or comparable platforms Experience engaging with senior and C-level stakeholders, demonstrating executive presence and strong communication skills Knowledge of AI tools and governance in regulated environments; ServiceNow experience is a plus